Mitch Campbell-Grey Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

- Responsible for all aspects of end-to-end claims management, including lodgement, salvage and [complex] subrogation opportunities- Successfully maintained a portfolio of 200+ active claims across damage, liability and financial protection- Successful solo management of all claims for one of UAA's largest clients, being responsible for the creation and maintenance of relevant claims handling agreements- Excellent portfolio management skills, with high level of proactiveness employed to progress claims- Excelled in internal and external stakeholder management, including underwriters, management, brokers, and assessors- Responsible for estimate management, while successfully adhering to strict UAA and QBE requirements for large loss claims- Undertook creation, implementation and management of training plans of new claims consultants within the Victorian claims team- Experience in dealing with third party financial hardship applicationsOther notable achievements within this role include:- Managed rollout and ongoing training of updated payment processing requirements with both onshore & offshore claims teams, inclusive of training resources- Pioneered adoption of streamlined QBE recovery referral / management process within onshore claims team- Member of 'Values Champions' group, responsible for creating UAA Group company values in collaboration with a select group of UAA, Mecon, UAA Group EGMs and LeaderLab founders- Founding member of the national UAA Group Social Committee- Member of project committee for UAA Group Intranet development- Created and implemented a leave tracker for the national claims team- Creation of 'Frequently Asked Questions' fact sheet for both at fault and not at fault third parties

Melbourne, Victoria, Australia

- Responsible for a team of 7 Underwriting Assistants across several lines of business including Casualty, Property, Financial Lines & Business Package- Identified and drove efficiency opportunity within tasks completed by Underwriting Assistants- Fostered high motivation within the team through strong coaching and development capability to create a highly engaged team- Navigated continuous operational changes and focusses within the team- Responsible for interviewing prospective hires, and induction, training of new hires

Melbourne, Victoria, Australia

- Responsible for a team of 9 claims managers within both Disaster Response & Event Claims (DREC) and Customer Engagement Home Repair spaces- Oversaw and managed team transformation and implementation of a single-builder model within the team- Fostered team growth and high motivation through strong coaching and development capability to create a high performing and highly engaged team-Undertook ad-hoc coaching to achieve positive uplift with claim manager capability- Uplifted team performance by 100% through targeted portfolio management- Restructured exiting operational reporting processes to streamline and improve leader reporting- Successfully targeted code of practice breaches to see a 100% reduction in contact breaches, ahead of any other newly established team within the DREC HomeRepair space- Utilised different operating models to achieve successful team and portfolio outcomes- Supported team through company restructure and Home Repair Claims repoint to Customer Engagement, including integration of several new loss causes- Supported ongoing collaboration growth between claims staff and HomeRepair- Reviewed call flow structure to achieve customer focussed outcomes in line with business 'Best In Class' approach- Navigated continuous operational changes and focusses within the team to great success- Successful experience in complex & sensitive people issuesOther notable achievements within this role include:- Assisted with implementation of new operational reporting to track and manage claim estimate movements, to drive results favourable to KPIs- Participated in a department wide working group to refresh the temporary accommodation process and relevant guides- Assisted with uplift and revitalisation of HomeAssist product processes following re-pointing to the Customer Engagement space

Melbourne, Victoria, Australia

Responsibilities, in addition to the ‘Technical Support Office (Training)', include:- Technical management of 12-14 claims managers of varying skills and abilities across both a complex claims team, and a standard claims team- Ad-hoc technical management support for ~50 other claims managers across Working Loss and Natural Hazard portfolios- Fostering team growth and motivation through strong coaching and development capability to create a high performing and highly engaged team- Acting as Team Leader on a regular basis- Conducting all necessary auditing and quality reviews for claims managers within my team- Running regular, comprehensive 1:1 coaching sessions addressing KPI metrics, scorecard and professional development goals- Driving and implementing change with multiple, varied stakeholders (both internal & external)- Management and running of training for claims managers in both a team environment and on a 1:1 basis; training includes personalised sessions where required, tailored to the claim manager’s individual requirements and needs- Running regular team stand ups and NPS huddles- Participating in hiring interviews and subsequent hiring decision making for new claims managersOther notable achievements within this role include:- Participating in a complaints tracker working group to identify blockers in the claims process which drive complaints to be lodged at a ICR/AFCA & CEO level- Member of the ‘Home Claims Customer Committee’, run by Home Claims EGM Alli Smith- Worked with multiple stakeholders to map out the introduction of ‘Restoration’ into the in4mo platform

Melbourne, Victoria, Australia

Partook in the Technical Support Officer (TSO) Development Program within the Home Claims space.- Acting as a referral point for PDS in/exclusions, claim decisions, and technical processes- Managing complex escalated complaints in using AFCA review principles- Reviewing and approving decline and complaint letters for Client Managers- Intrinsic estimate review and management to ensure accurate average claim size metrics- Proactive review and escalation of aged (90+ calendar days) claims to ensure an aged portfolio of less than 30% of total team claim volume- Quality reviews on claims managers, ensuring that calls and claim touches adhere to all internal quality processes, and external GI COP requirements

Melbourne, Australia

- Responsible for personalised end-to-end management of home property claims for Escape of Liquid, Fire, Theft (with building damage) loss causes- Maintained a portfolio of ~70 complex claims at any one time- Repair coordination for both builders and restorers, while simultaneously liaising with the internal assessing team- Highly knowledgeable in building restoration (including mould) and repair from an insurer perspective, with an emphasis on water damage claims- Estimate management / cost control of all claims- Successful in claim life management- Stakeholder management, including management of builders, restorers, internal stakeholders, and clients- Complaint handling- Identification of clients experiencing vulnerability, and ensuring appropriate management of these clients is both ensured and adhered to as per guidelines in the General Insurance Code of PracticeOther notable achievements within this role include:- Maintaining a position as a senior client manager within the team / department- Excellent portfolio management skills, with high level of proactiveness employed to progress claims- Highly adept at managing complex / challenging claims and clients, including AFCA determinations- Training of new Client Managers on processes and procedures once classroom training has concluded- Up-skill training in both Technical Support Officer and Team Leader capabilities- Participating in a complaints tracker working group to identify blockers in the claims process which drive complaints to be lodged at a ICR/AFCA & CEO level - Member of the ‘Home Claims Customer Committee’, run by Home Claims EGM Alli Smith

Melbourne, Australia

- Responsible for sourcing business from both new sales leads and existing members- Acted as main point of contact for members with general insurance queries about new and existing policies- Liaised with CGU to perform policy maintenance as required- Engaged in regular sales training exercises with CGU sales managers- Successfully identified cross-sale opportunities through lending and member conversationsOther notable achievements within this role include:- Regularly quoting and converting the most policies country wide- Far exceeded KPIs for insurance sales and quotes

Melbourne, Australia

- Responsible for management of all aspects of branch operations including expense account reconciliation, implementation of business development strategies, marketing campaigns, and branch cash stocks and floats, including processing orders for cash deliveries and collections- Managed a small team of staff to great success in line with branch objectives and KPIs- Responsible for sourcing new home loan business from new and existing members, conducting home loan interviews and taking applications- Responsible for writing home loans from start to finish, including writing of SARs- Experienced in DHOAS lending- Settlement rate of approximately 90%, with settlements done in close coordination with the settlements department- Managed and maintained a pipeline of $12.5m plus at any one time- Consistently exceeded mortgage lending KPIs- Quoted and sold CCI for mortgages and personal loans-Undertook personal banker duties as needed, including looking after personal secured and unsecured lending applications, general account and membership maintenance, and sourcing new transactional and personal lending business-Undertook telling duties as requiredOther notable achievements within this role include:- Increasing average monthly lending through the Victoria Barracks branch five-fold compared to the preceding 12 month period

Melbourne, Australia

- Serviced personal loans, formal overdraft facilities, credit assessment for lending against uncleared funds, and for overdrawing accounts- Assisted with personal loan / overdraft applications, liaising with credit assessors as required to progress applications- Activated personal loans of up to $50,000 and personal overdraft facilities of up to $10,000- Acted as credit assessor with purview to overdraw bank account without formal overdraft facilities, and release funds on uncleared cheques- Undertook training in credit assessment including credit risk grading and how to identify deteriorating credit in individuals and corporations- Successfully made credit assessments amounts of up to $3.2 million- Held a credit approval delegation of $100,000- Adhered to strict lending and compliance guidelines- Met and exceeded KPIs and NPS goals- Further championed ANZ Customer Promises such as being ‘welcoming’, ‘accountable’ and ‘caring’.

Melbourne, Australia

- Inbound contact centre role within the Internet Banking Support team- Trained in multiple systems, including Siebel, along with internal bank systems- Proactively dealt with enquiries relating to internet banking enquiries, transaction accounts / transactions and personal loans- Promoted other bank products such as credit cards and home loans, and successfully exceeded strict referral and sales KPIs- Liaised with multiple stakeholders across multiple departments, including branches- Adhered to and exceeded strict performance KPIs and strict compliance guidelines. - Further acted with customers in accordance with key NAB values such as ‘be bold’ and ‘do the right thing’

Petaling Jaya, Selangor, Malaysia

- Case managed clients (female domestic workers / trafficked women & refugee women and their families) who experienced sexual gender based violence- Dealt with sensitive and confidential information while proactively conducting necessary interviews- Successfully and proactively liaised with multiple international stakeholders across various including the UNHCR, and local authorities in both Selangor and Kuala Lumpur- Worked along side a close knit passionate team of other case managers, advocates and lawyers- Assisted with efforts in fundraising by helping organise #Combat2Empower 2017, through assisting with sales, promotion and event set up. Dealt with multiple stakeholders to ensure a positive outcome for all partiesOther notable achievements within this role include:- Successfully completed fundraising proposals for Myanmar Chin ethnic groups while liaising with multiple organisations in Australia and Malaysia to secure further funding for essential services within communities such as education and healthcare. These proposals saw a further 150,000 MYR raised for these services

Kuala Lumpur, Malaysia

This role involved bringing together multiple Burmese refugee groups run by women under the TANMA umbrella. Assisted with event and bazaar coordination and targeted marketing, along with assistance in product development within each individual group, assisting with the all stages through to marketing and sales - efforts that helped to double sales targets. Successfully ran bazaars, while handing sums of up to 50,000 Malaysian Ringgit. Managed marketing of TANMA Federation through online marketing campaigns, a heightened online presence and through physical advertising material such as flyers.

Graduate Certificate Of Project Management, Project Management, Distinction

Bachelor Of International Studies, International Relations, 80% (High Distinction)

Activities and Societies: Completed course related experiences in Tokyo, Japan and Kuala Lumpur, Malaysia.Focus on international politics.